Support ExecutiveLocation: Dublin / RemoteDepartment: SupportReports to: Support ManagerAbout Big Red CloudBig Red Cloud is one of Ireland's most established providers of accounting and payroll software, supporting thousands of small businesses, sole traders, and accountants. With the backing of Ishikawa Technologies, we're building smarter, more connected workflows—like Turbo Inventory, our streamlined inventory and stock tracking module designed for Irish SMEs.As more businesses turn to digital solutions to manage stock, suppliers, and sales, our customers need knowledgeable, supportive experts to help them get the most out of our software packages. That's where you come in.About the RoleAs a Support Executive, you'll be the go-to resource on the Big Red Cloud's & Turbo Inventory platform's. You'll troubleshoot issues, guide users through best practices, and help them stay in control of their operations.You'll work closely with Customer Success, Product, and Engineering teams to ensure feedback loops are tight, documentation is clear, and customers stay confident in their daily operations.Your ResponsibilitiesCustomer SupportRespond to customer inquiries— troubleshooting issues.Issue Investigation & ResolutionDig into support requests, replicate issues, and escalate bugs or feature gaps to Product or Engineering teams when needed.Feature GuidanceEducate users on key features like product setup, stock adjustments, supplier management, and reporting tools.Knowledge Base ManagementWrite and update support articles and how-to guides specificCustomer Feedback & InsightsDocument customer needs, pain points, and feature suggestions to help evolve the product roadmap.Cross-Team CollaborationWork closely with internal stakeholders to align on product fixes, improvements, and high-priority customer requests.What Success Looks LikeHigh customer satisfaction and fast resolution of queriesReduced volume of recurring issues through documentation and user educationClear communication and escalation of bugs or UX challengesCustomers adopting key features and workflows successfullyActionable insights delivered to Product based on real customer usageWhat We're Looking ForExperience: 2+ years in a customer support, inventory coordination, or SaaS support role. Bonus points for inventory/accounts/payroll software experience.Understanding: Familiarity with inventory/accounts/payroll concepts—like stock control, supplier tracking, invoicing & profit & loss.Problem-Solving Mindset: Analytical and calm under pressure. Able to walk users through both technical and operational fixes.Communication: Friendly, professional, calm and clear.Tools: Experience with ticketing systems (Salesforce, Intercom, Zendesk, HubSpot), and basic reporting dashboards.Bonus: Prior experience working with Irish SMEs or retail/distribution customers.Why Join Us?Impact: Help shape how small businesses manage their finances—your guidance powers real-world decisions.Flexibility: Work remotely from anywhere in Ireland.Growth: Be part of a rapidly evolving product and contribute to best-in-class support processes.Benefits:Salary: €30,100Health insurancePensionTraining and development budgetTeam-building eventsOur Hiring ProcessWe're focused on fairness, clarity, and speed:Cognitive Aptitude Test (CAT)A short test to assess logical thinking and problem-solving.Functional TaskA brief practical exercise involving an inventory-related support scenario.Scored Review & FeedbackEvery candidate receives a scored review and feedback.InterviewA structured conversation with our team to understand your fit and goals.Please apply directly here Job Type: Full-timePay: €30,100.00 per yearBenefits:Bike to work schemeCompany eventsCompany pensionPrivate medical insuranceSick payWork from homeWork Location: Remote